Return policy

Return policy, warranty and repair of new equipment purchased through alao.ch

alao AG, operator of the website www.alao.ch, and the website itself ("We" or "alao") offer a free platform for the comparison and purchase of telecommunication products via the website www.alao.ch ("alao.ch" or "Website"). Telecommunication products include only new equipment ("Product" or "Products") for which this Return Policy applies or a return is possible according to this Return Policy.

General

alao does not manage its own warehouse, but triggers each equipment order individually (after successful registration of the product purchased by the customer with the telecommunication provider) either with the telecommunication provider or with a third party provider. We thus order these products specifically for the respective customer. The contract is between the telecommunications provider or the third-party provider and the customer. These are exclusively new devices. Therefore, the customer does not have a general right to return and exchange products purchased via alao.ch. For individual products, there is a right of return in compliance with this return policy. An exchange is generally excluded.

Returns can only be made via alao or alao's support service if the products have been delivered by alao or by third parties on behalf of alao. This is indicated on the delivery bill. If the products are shipped directly by the telecommunication provider, the respective customer has to contact the telecommunication provider directly in connection with returns. In case of questions, the support service of alao is available.

Unrestricted right of return

An unrestricted right of return exists only for a product that does not correspond to the ordered product and is in unopened, undamaged original packaging (wrong delivery). The receipt of the wrong product may be a maximum of 14 calendar days ago. Within these 14 calendar days, the customer has to notify alao in writing about the wrong delivery (support@alao.ch) and then return the product according to the instructions of alao's support service.

Such product will be replaced as soon as possible by the product ordered by the customer. If the product ordered by the customer cannot be delivered within three months or if the product is no longer manufactured, the customer has the option to cancel the contract free of charge, depending on the contract concluded. The maximum amount that will be refunded is the deposit paid through alao. alao does not assume any additional costs. For the reimbursement of any additional costs or other concerns in this context, the customer has to contact the telecommunication provider or the third party provider directly.

Limited right of return

The limited right of return applies exclusively to deliveries of products with verifiable transport damage. For a return, the following points must be cumulatively fulfilled:

the shipping packaging must be severely damaged
the product may be in opened or damaged original packaging,
the product is unused and does not show any signs of use,
the included accessories are complete, and
the product was received no more than 14 calendar days ago.

The return and processing of products with transport damage is subject to the provisions of the relevant telecommunications provider or third-party provider. The customer has to contact the telecommunication provider or the third party provider directly according to the respective contract terms, or contact the support service of alao (support@alao.ch) in writing via email.

No right of return

There is no right of return for products

which are used or show signs of use;
where the original packaging is no longer present;
which are missing accessories;
which have been opened but were previously sealed or welded. A broken seal is considered opened in any case;
for which the return period has expired;
which are not new devices (second-hand devices).

Return handling

The products must be returned exclusively to the address specified by alao Support Service, enclosing the delivery note/warranty certificate. It will be sent exclusively by mail at the customer's expense and risk - we recommend sending it by registered mail.

Returns to alao directly are not possible, nor is personal delivery to our headquarters.

The postage costs for the return of products are generally at the expense of the sender. alao will only pay the return postage costs in case of a return according to the unrestricted right of return (wrong delivery). A prerequisite for the reimbursement of costs is the presentation of the shipping document/receipt. Otherwise the respective regulations of the telecommunication provider or third party provider apply.

Warranty claims

alao passes on to the customer the manufacturer's warranty on new devices purchased via alao.ch. In case of a warranty claim (i.e. in case of defects occurring or already existing before or after the product or goods have been handed over to the customer), the customer may claim a remedy of defects according to the terms and conditions of the respective telecommunication provider or third party provider or the manufacturer. The choice of the type of defect rectification lies with the telecommunication provider, the third party provider, or the manufacturer. If the telecommunications provider, the third-party provider, or the manufacturer decides to rescind the contract, the reimbursement to the customer will be adjusted to the current value of the defective device. For the duration of the defect rectification, there is no entitlement to a free replacement device.

The legal warranty is fully excluded. alao does not assume any warranty or guarantee for the products. The customer has to assert his rights in this respect against the telecommunication provider or third party provider or manufacturer.

Warranty period and manufacturer's warranty

The warranty period is determined by the telecommunication provider, the third party provider or the manufacturer and applies exclusively to new devices. Normally, the warranty period for new devices is 2 years and begins at the time of delivery of the product. Deviating provisions of the manufacturer's warranty are reserved. The delivery bill is considered to be the warranty certificate and must be kept in a safe place.

Procedure in case of defects

In case of a defect, the customer shall contact alao's support service. The claim for reimbursement of costs resulting from third-party repairs is excluded. The customer has to send the defective product at his own expense and risk to the address provided by alao's support service. Returns to alao directly are not possible, nor is personal delivery to our headquarters.

The products must be returned or shipped together with all accessories in the original packaging and accompanied by the delivery bill. If the original packaging is missing, the product must be packed in a manner suitable for transport. If it is determined that a returned product is not covered by the warranty (reasons for exclusion or outside the warranty period), the telecommunications provider, the third-party provider or the manufacturer will contact the customer to provide an estimate of the expected repair costs. This may be charged to the customer. If the customer decides to proceed with the repair, he will not be charged for the cost estimate. If the customer does not respond to the cost estimate in due time, the product will be disposed of. Returned products that do not have a defect, are sent to an incorrect address, whose return was not agreed upon and/or whose packaging was defective or where the accessories are missing, may be returned to the Customer. In these cases, the telecommunication provider, the third party provider or the manufacturer is entitled to claim compensation for the loss of the product. Backup of data is the sole responsibility of the customer. Neither alao, nor the telecommunication provider, the third party provider, nor the manufacturer will be responsible for the loss of data and programs. Any liability for lost data and corresponding consequential damages is excluded. When inspecting the device, it is possible that the telecommunication provider, third party provider or manufacturer may view existing data; the respective privacy statements of the telecommunication provider, third party provider or manufacturer apply.

alao Marketplace

Any return of products purchased through the Marketplace shall be handled in accordance with the agreements between the buyer and the seller. Also, any warranty claims have to be handled according to the agreements between the buyer and the seller. alao disclaims any liability for products sold or purchased via the Marketplace. alao does not assume any warranty or guarantee.

Liability

To the extent permitted by law, alao disclaims any liability for the products and/or any wrong delivery alao does not warrant and guarantee the products. The customer has to file a possible warranty claim with the telecommunication provider or the third party provider or the manufacturer.

Further information on how to contact our support service can be found on our website alao.ch.

For everything else, we refer to the General Terms and Conditions ("GTC"), which apply to the use of the entire website.

Status: April 2022